The Financial Brand

NOVEMBER 21, 2022

This article Top 5 Customer Experience Trends for 2023 and Beyond appeared first on The Financial Brand. The experience banking provides must catch up to consumers' increasing expectations around digital delivery and service.

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Customer Experience Trends Branding User Experience 43

The Financial Brand

MARCH 10, 2023

This article 7 Insights on How to Create a Winning Customer Experience Strategy appeared first on The Financial Brand. From Capital One, Ally Bank, Marcus, Citibank and more, top female executives share their thoughts on improving the customer experience.

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Customer Experience Strategy How To Branding 32

Celent Banking

FEBRUARY 1, 2017

This is the third article in a weekly series highlighting trends and themes from Celent’s Model Bank submission process. Articles from this week on will explore some of the broader themes within each category. Customer experience initiatives are typically the most numerous.

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Customer Experience Branding Boston Innovation 100

The Financial Brand

JUNE 11, 2023

This article Engagement Is Your Ultimate Goal, Not Customer Experience appeared first on The Financial Brand. Customer engagement is not a static exercise, but a journey that requires an entire organization's rising consumer expectations.

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Customer Experience Exercises Branding Marketing Strategies 20

The Financial Brand

OCTOBER 24, 2024

This article How to Integrate Digital Delivery and Human Connections to Boost Retention appeared first on The Financial Brand. The winning customer experience combines both. This article How to Integrate Digital Delivery and Human Connections to Boost Retention appeared first on The Financial Brand.

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How To Customer Experience Branding 31

South State Correspondent

MAY 1, 2024

Honkook Kim and his Gentle Monster Brand is a perfect example. This article highlights Gentle Monster’s five-step process that might change how you look at the future. While many brands direct message celebrities wanting exposure and get ignored, Gentle Monster went after centers of influence (COIs) as a side door.

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Innovation social media Branding Marketing 195

NCR

SEPTEMBER 13, 2017

Customer experience and the relationships consumers have with their banks have never been more important. They also offer a genuine alternative to established financial institutions, which must respond by showing they are not being left behind in the customer experience stakes. Image credit: iStock/Jirsak.

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The Financial Brand

AUGUST 7, 2024

This article The 5 Use Cases for Adding Generative AI to Your CX Strategy appeared first on The Financial Brand. Discover how to implement AI in customer experience without losing the human touch. This article The 5 Use Cases for Adding Generative AI to Your CX Strategy appeared first on The Financial Brand.

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Strategy Customer Experience Branding How To 32

Perficient

JANUARY 16, 2023

Put simply, embedded finance is the placing of a financial product in a nonfinancial customer experience, journey, or platform. . Embedded finance provides consumers options to increase convenience and savings, such as zero-interest point-of-sale loans, or rewards for using a brand’s e-commerce app.

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blockchain Customer Experience Software Strategy 275

The Financial Brand

NOVEMBER 8, 2023

This article Prioritizing a Human Touch Is Essential to Bank Branding appeared first on The Financial Brand. A bank's brand story can no longer be confined to static logos or catchy slogans. It's about the experiences that unfold when customers interact with the institution.

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Branding Customer Experience Company 30

The Financial Brand

SEPTEMBER 5, 2024

This article Emerging Best Practices for Using Generative AI In Your Banking Contact Center appeared first on The Financial Brand. Generative AI is reshaping contact centers, promising enhanced customer experiences. But are banks ready for this seismic shift in customer service?

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The Financial Brand

SEPTEMBER 15, 2024

This article From Alerts to Engagement: How SMS Marketing Builds Long-Term Customer Relationships appeared first on The Financial Brand. By integrating SMS into broader marketing strategies, banks can create better customer experiences.

Marketing 30

Marketing Marketing Strategies Customer Experience Branding 30

The Financial Brand

JUNE 19, 2023

This article Banking Loyalty is Falling. appeared first on The Financial Brand. To improve customer experience, banks must commit to digital transformation, make CX a key focus & invest in differentiated CX strategies. This article Banking Loyalty is Falling. appeared first on The Financial Brand.

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How To Customer Experience Strategy Branding 42

The Financial Brand

AUGUST 13, 2024

This article NPS is Limited. Inside 3 CX Giants’ Push For A Better Metric appeared first on The Financial Brand. Bain & Company, Kantar and Qualtrics have collaborated to develop a new set of customer experience standards they hope can serve as a universal benchmark for CX excellence across industries.

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Customer Experience Branding Industry Company 24

PYMNTS

FEBRUARY 25, 2016

The lingerie business is booming, thanks in part to Adore Me — a startup that has posted double- and triple-digit growth over the past few years and has shaken the lingerie industry to the core with its fast-fashion model, savvy digital strategies and inclusive “customer-first” mentality. Experts are starting to say yes. price point.

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Branding New York City Retail Online 100

Gonzobanker

MAY 14, 2018

Financial Brand Forum , an exponentially growing event now in its fifth year – targeted at the morphing worlds of financial marketing, sales and service – is a well-oiled machine with several coats of highly buffed wax. The post Financial Brand Forum 2018: 7 Takeaways in 7 Minutes appeared first on Gonzobanker. Digital First Now!

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The Financial Brand

NOVEMBER 2, 2023

This article Maximizing ATM Marketing Deepens Customer Relationships appeared first on The Financial Brand. Though banks and credit unions are all about improving the customer experience these days, one touchpoint that’s often overlooked is the ATM.

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ATM Marketing Customer Experience Branding 34

The Financial Brand

NOVEMBER 19, 2024

This article How to Know What Your Customers Need Before They Do appeared first on The Financial Brand. Anticipating customers' needs, not just responding to them, is the key to delivering convenience and building trust.

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How To Branding Customer Experience 27

The Financial Brand

MAY 27, 2024

This article From AI Hype to Real Value: Perfecting the Balancing Act appeared first on The Financial Brand. This article From AI Hype to Real Value: Perfecting the Balancing Act appeared first on The Financial Brand.

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Customer Experience Branding Financial Technology Technology 31

The Financial Brand

OCTOBER 30, 2024

This article Banks Want Customers to Take Security Seriously. appeared first on The Financial Brand. Trust is crucial for financial institutions, and they risk losing it if customers don’t take security seriously. This article Banks Want Customers to Take Security Seriously. Here’s How They’re Doing it.

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Security Branding Customer Experience America 35

The Financial Brand

FEBRUARY 7, 2024

This article The Future of Banking: AI Personalization as a Catalyst for Customer Loyalty appeared first on The Financial Brand. AI in banking is redefining the approach to customer experience, using personalization to connect with customers and build loyalty.

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Customer Experience Branding 34

The Financial Brand

MAY 9, 2024

This article The Advantage for Credit Unions and Digital Tools in the Modern Era appeared first on The Financial Brand. Credit unions are known for prioritizing the customer experience. This article The Advantage for Credit Unions and Digital Tools in the Modern Era appeared first on The Financial Brand.

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Tools Customer Experience Branding 30

The Financial Brand

FEBRUARY 13, 2024

This article Meet the AI Serving Customers at United Bank appeared first on The Financial Brand. Using AI to serve accountholders might seem like science fiction, but there's one talking with a bank's customers right now. Here's how United Bank in Georgia is improving efficiency and customer experience with AI.

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Meeting Georgia Customer Experience Branding 29

The Financial Brand

JULY 16, 2019

While investment in digital transformation has increased significantly, the customer experience at banks and credit unions has not improved measurably. The post Customer Experience Still Neglected Despite Significant Digital Banking Transformation Investment appeared first on The Financial Brand.

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Customer Experience Digital Banking Branding Strategy 33

The Financial Brand

NOVEMBER 29, 2023

This article Why Offering BNPL Makes Sense for Banks and Credit Unions appeared first on The Financial Brand. It can enhance the customer experience and appeal to younger generations. This article Why Offering BNPL Makes Sense for Banks and Credit Unions appeared first on The Financial Brand.

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Customer Experience Branding Cards Millennials 35

The Financial Brand

OCTOBER 2, 2024

This article The Future of Banking is Personal appeared first on The Financial Brand. Banks must create a personalized digital experience that differentiates their brand by using data and insights to increase engagement. This article The Future of Banking is Personal appeared first on The Financial Brand.

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The Financial Brand

JANUARY 18, 2023

This article Digital Banking Readiness is Top Priority in 2023 appeared first on The Financial Brand. Enhancing customer experiences via development of AI, blockchain, and cloud computing are key parts of digital banking improvement.

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South State Correspondent

APRIL 23, 2024

Banking has a similar physics problem when management juggles strategy, risk/profitability, and customer behavior. This article will discuss the challenge of managing three potentially opposing forces and look towards physics to help us solve the mystery. Unlike most of our articles, there is no executable solution here.

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Risk Management Strategy Management Customer Experience 195

The Financial Brand

MAY 21, 2024

This article The Personalization Paradox: Can Banks Delight Customers Without Creeping Them Out? appeared first on The Financial Brand. Banks are heavily investing in personalization to improve customer experience and drive engagement. appeared first on The Financial Brand.

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Customer Experience Branding Strategy 21

The Financial Brand

OCTOBER 3, 2024

This article Why is Bank Loyalty Dying? Listen to the Folks Around My Dinner Table appeared first on The Financial Brand. This article Why is Bank Loyalty Dying? Listen to the Folks Around My Dinner Table appeared first on The Financial Brand. Want to know what’s eroding banking institutions’ moat?

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Branding Customer Experience 36

Banking 2020

APRIL 17, 2015

Articles via Buzzfeed, The New York Times, Banking Exchange and The Financial Brand. Banks need to make mobile apps an experience, not an add-on: While it’s important for financial institutions to have mobile banking capabilities, it’s even more important for these mobile banking apps to provide an enhanced customer experience.

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Customer Experience Mobile New York Apple 40

The Financial Brand

OCTOBER 11, 2024

This article Can Banks Fix Our Stubborn CX Shortfall Versus Customer Expectations? appeared first on The Financial Brand. The need for deeper customer understanding is almost universally embraced. This article Can Banks Fix Our Stubborn CX Shortfall Versus Customer Expectations?

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Branding Customer Experience 32

The Financial Brand

MAY 17, 2023

This article Customer Service in the Age of ChatGPT: Don’t Take AI Too Far in the Call Center appeared first on The Financial Brand. With artificial intelligence tools like ChatGPT, financial institutions see potential to improve the customer experience. But how far can they take it?

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The Financial Brand

DECEMBER 29, 2023

This article Five of the Best: Our Top CX Stories from 2023 appeared first on The Financial Brand. From failing bank loyalty to the Southwest Airlines Christmas fiasco, here are the top five stories from The Financial Brand on customer experience.

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Customer Experience Branding Banking Trends Trends 18

The Financial Brand

OCTOBER 10, 2024

This article A Look Inside an Airline Credit Union’s Innovative Approach to Member Services appeared first on The Financial Brand. American Airlines FCU's Deanna Bublik discusses how the credit union leverages technology and partnerships to enhance member experiences and streamline operations.

Innovation 31

Innovation Branding Operations Technology 31

The Financial Brand

MARCH 17, 2019

A great customer experience in banking requires data and real-time contextual insight. The post Creating Exceptional Customer Experiences Hangs on More than Context-less Data Alone appeared first on The Financial Brand.

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Customer Experience Data Branding Big Data 33

The Financial Brand

OCTOBER 8, 2024

This article It’s Time to Re-Invent Customer Journey Mapping for Today’s Banking Customers appeared first on The Financial Brand. Customer journeys are increasing complex, scattered across a tangle of channels and platforms. To make sense of it all, you need to pivot from mapping "how?"

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Branding How To Customer Experience 33